Hanh

Nguyen

**** * ******* ** **** B,

Tulsa, OK 74135

405-***-****

adhamw@r.postjobfree.com

Motivated entry-mid level IT professional with 9+ years of experience in customer support seeking a position where I can leverage my experience and knowledge of new IT methodologies to provide quality customer service for the growth and success of the company.

Skills

Key: Technical troubleshooting, hardware configuration, software installs, network connectivity, user training/support, customer service, problem diagnosis, preventative maintenance, team collaborations, verbal and written communication, teamwork, documentation

Hardware: Desktops, laptops, printers, projectors, mobile devices, peripherals

Software: Office 365, Active Directory, Exchange, Remote Desktop, Citrix

Operating systems: Windows 7/10, Mac OS, Android, iOS

Experience

JAN 18 – SEP 20

HSE DATA ANALYST II / Chesapeake Energy Inc. – Oklahoma City, OK

Modified an average of 3+ reports quarterly leveraging technologies like Power Bi, Power Automate and Sharepoint to reduce weekly manual updates by 10% and retired old reports.

Developed a custom data collection mobile app to increase efficiency for operators performing site inspections by 50%, additionally aided to account contractor billing hours accurately

JUN 14 – JAN 18

IT HELP DESK SUPPORT / Chesapeake Energy Inc. – Oklahoma City, OK

Diagnosed, troubleshoot and resolved a wide range of hardware, software, and connectivity issues with a 95%+ resolution ratio before escalations, average talk time of 5 minutes. Excel at asking probing questions and researching, analyzing and rectifying problems within 3 days of case ownership.

Researched and documented 20+ knowledge base articles for common inbound issues resulting in over 25% increase in first-call resolutions quarterly.

Continuous improvement of achieving end-user satisfaction scores consistently between 95% and 100% on all incidents.

NOV 11 – JUN 14

CLIENT PROSUPPORT SPECIALIST / Dell Inc. – Oklahoma City, OK

Routinely exceeded inbound call and chat goals, closing an average of 10+ tickets daily with a 93%+ first call resolution ratio and average talk time of 8 minutes.

Achieved highest level of productivity handling over average 75+ cases per week, 10+ via phone and 15+ via chat.

Education

AUG 05- JUNE 11

BACHELOR OF ARTS AND SCIENCES: INFORMATION STUDIES / University of Oklahoma – Norman, OK

Activities & Accomplishments

Obtained COMPTIA A+ 801/802 to increase basic understanding of hardware troubleshooting

Awarded Dell CE Elite Q3FY14 and Top Performer Q4FY14 along with ranking top 5 in the network

Arranged equipment reservation inventory to save IT department over $2000/mo. in expenses

Recognized in co-developing business health and safety analytics report to decrease incidents in HSE

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